Support For E-mail:

This list covers most all E-mail problems you may have. Do your best to solve your issue. If you do end up needing to call us, we prefer our help to be as efficient as possible, therefore study of this page is most important.

Passwords:

To Change your password, access http://webmail.dnx.email, Log in with your old password. Under Account, select Password. Supply the old password, and set the new one. It's easy!

If you forgot your password, please understand it's your responsibility to remember your password. There is only one way to remedy this situation: Create a new password. Contact us

E-mail Terms:

Here are definitions to common phrases we use in regards to E-mail:

Account - Along with it's associated Password, allows access to a maildrop. At DNX an Account opens the Maildrop of the same name.

Alias - An additional, different E-mail address that delivers into the same Maildrop.

Domain - In simple terms, a domain is a unique location on the Internet that has a logical grouping. For instance all the people at your company. Everything after the @ sign in your E-mail address is your domain.

E-mail Address - A place on the internet that receives E-mail. It is made up of two portions: The Address, and the Domain, separated by the '@' sign:

address @ domain

If we are hosting your domain then your E-mail address is also the name of your Maildrop, (You must use that for your Account/Username).

Maildrop - This is where your E-mail is delivered and stored. Also referred to as simply a "Mailbox". It is also the same as the "Account", or "Username" you use to log in to get your mail. (This is by convention, but could be different somewhere else.)

Virtual Address - The first Part of an E-mail address for a domain that is hosted by an Internet Service Provider, (or ISP. DNX is an ISP). If your E-mail address ends in @dnx.email, then you don't have a Virtual Address. If you chop off everything in your E-mail address starting with the @ sign, you end up with your virtual address.

Virtual Domain - A virtual domain is hosted by the servers at an Internet Service Provider, (or ISP. DNX is an ISP). Therefore, E-mail addresses for a Virtual Domain are simply aliases for a maildrop at the ISP.

Sending to others, Bounces:

If you're a DNX customer and your sent message bounces:

Read the bounce message completely. The reason for the bounce is usually at the very bottom. I know it looks like computer garbage. (Please Read it!!! --Because it tells you what's wrong.)

Simple Example Bounce Message:

This is the Postfix program at host m8.dnx.email.

I'm sorry to have to inform you that the message returned
below could not be delivered to one or more destinations.

For further assistance, please send mail to <postmaster>

If you do so, please include this problem report. You can
delete your own text from the message returned below.

                        The Postfix program

<nope@dnx.email>: host m2.dnx.email[65.23.70.15] said: 550 <nope@dnx.email>:
    Recipient address rejected: User unknown in local recipient table (in reply
    to RCPT TO command)

The reason for the bounce is highlighted. In this case, a bad E-mail address.

Here are some common causes:

You simply made a typographical error for the E-mail address. User unknown in local recipient table (in reply to RCPT TO command)

If you were replying to someone, then their Reply-To address could be wrong.

If you're getting: Relay Access Denied See below.

If bounce message doesn't make sense to you, DO NOT! delete it! Give the bounce message to us. (Observe the warning! We'll not respond if you obviously didn't even read it.)

Others sending to you, Bounces:

If someone gets a bounce message while trying to send to you, read the bounce message completely. The reason for the bounce is usually at the very bottom. I know it looks like computer garbage. (Please Read it!!!) (An example of a bounce message.) Here are some common causes:

They simply made a typographical error for your E-mail address.

Your Reply-To address is wrong.

Your Mailbox is full. (Over Quota) (You do know you have to empty the trash, right?) See below.

The message is too large. We allow a maximum of 100MB for any single E-mail. (Many ISPs limit this to 5. Therefore, 100 is quite generous.) If you need something from someone larger than 100MB, than you should not be using E-mail to do it! Use FTP, that is what it's for.

If the bounce message doesn't make sense to you, or the person at the other end, tell them: DO NOT! delete it! Give them this link so they can send the bounce message to us: http://dnx.email/support/email/emailbounce.php

Timeouts:

Your E-mail program complains that the remote server has terminated the connection. That's usually wrong! We rarely fail in a way that would cause such an error.

For example:
Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. Account: 'pop3.dnx.email', Server: 'pop3.dnx.email', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 10053, Error Number: 0x800CCC0F Here's how it looks with Outlook Express: OE Failure

If you connect through an external connection, (or possibly another vendor), your outbound E-mail may be getting filtered. Change your outbound SMTP port to use 587 instead of the standard default port 25. Most ISPs use port 587, to reduce spam. To change your settings to use MSA.

If you can still browse the Internet, but it's slow, then other transactions are occurring which are impeding your E-mail session. Possible culprits are:
- You're doing a "Windows Update".
- You're downloading something large.
- You have a virus. See Virus Tips.
- You have a SpyWare problem.

Firewalling is too restrictive. Be sure ports are open for E-mail service. Windows has firewalling capability, as do other third party anti-virus vendors such as Symantec, McAffe, AVG, etc. Often their configuration is contradictory and confusing. Phone support is often difficult. In any event, the following ports are needed to properly use E-mail: (i.e. Firewalling Exceptions)
- 110 - If you're using POP3.
- 143 - If you're using IMAP.
- 587 - to send E-mail.

Norton/Symantec

Server Timeout setting is too short. Insure your Server Timeout is set properly.

Relay Access Denied:

You must configure your Mail client to Require Authentication on your Outgoing Mail Server.

Your Mailbox is Full (Over Quota):

Often occurs if you use IMAP, (WebMail uses IMAP) Unfortunately, some E-mail programs don't report your quota properly until your box is completely full. (Outlook being one of them.) Here's how to correct the problem:

Empty your Trash folder! Delete all mail in your trash folder. There's usually an option to do this all at once.
Delete old sent items.
Many IMAP programs have a "Purge deleted Messages" , or "Condense Folders" option. Use it to expunge your deleted messages. (Be sure to check your trash again.)
Delete items in your Spam Folder. (Spam E-mails are usually quite small anyway, and we purge them automatically after two weeks, but high quantities can add up.)

You will probably have to perform these steps several times to successfully reduce the size of the mail in your Mailbox.

NOTE - We cannot retrieve mail rejected when your mailbox is over quota. So, it's best to keep your mailbox properly maintained.

NOTE - When your full mailbox is newly cleared, additional pending mail may be waiting for additional room to become free. It's quite common to clear your box only to have more come in again all of a sudden. Try clearing it again the next day.

NOTE - The default size of your mailbox is 1GB. For an extra monthly charge we can increase the size of your mailbox.

Host xyz... could not be found:

Two reasons are possible:

You've configured wrong server names into your E-mail program. Walk-through how to setup E-mail. The following are the valid names: (No spaces and with single periods between.)
- "dnx.email" (for inbound IMAP service)
- "dnx.email" (for inbound POP3 service)
- "dnx.email" (for outbound service)
Your DNS is not working properly. Confirm this by using your browser. If you can't go to other web sites on the internet, and you're sure you're online, then your DNS settings are wrong or broken, and it's not an E-mail problem. For odd instances of this problem, re-booting your machine has been known to help.

Before you contact us...:

It's quite rare your matter is not listed here, but if you still need help, please give us some useful information. Here's a list of very basic things we find valuable:

What Operating System are you running?
What program are you using to try to get your mail? (Outlook Express?, Eudora?, Netscape?, WebMail?,... Another "Gotta know" item.)
Is your trouble sending or receiving mail?

How do you get to the internet? (Dialup, DSL, cable?) If you can't get to any sites on the Internet, then your problem isn't E-mail!
Your Customer Id. (It's at the top of your bill.)

What's your E-mail address?

If this page has not resolved your problem, Send us a note